Shanicka J. Eckols
Dothan
Summary
Customer-focused representative with a strong track record in enhancing customer satisfaction and loyalty. Skilled in addressing inquiries and resolving issues efficiently, leading to consistent revenue growth. Committed to delivering exceptional service and fostering long-term relationships.
Overview
21
21
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
TSC ASSOCIATES LLC
Dothan
07.2018 - Current
- Answered customer inquiries about accounts and pricing, ensuring clarity and satisfaction.
- Responded to customer requests for products, services, and company information, enhancing customer understanding and engagement.
- Maintained customers' happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Built long-term, loyal customer relations by providing top-notch service and follow-up calls for future services.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Documented customer interactions in database to track requests and solutions, improving follow-up efficiency.
- Achieved and consistently exceeded revenue quota through product.
ASSISTANT STORE MANAGER
ROSES
Dothan
11.2016 - 05.2018
- Made management decisions and performed daily store operations in collaboration with and in absence of Store Manager.
- Delivered feedback and coaching to enhance individual and store performance.
- Assisted in recruiting, hiring, training, and coaching to develop top-performing employees and supported management with applicant screening.
- Directed and supervised employees in sales, inventory-taking, and cash receipt reconciliation.
- Addressed customer inquiries and resolved complaints.
- Addressed and corrected sales staff communication issues in a tactful and effective manner.
- Promptly and accurately completing all paperwork procedures (weekly schedules, new hires, store inventory, incident reports, etc)
- Worked closely with the district manager to formulate and build the store brand.
- Analyzed marketing information and translated it into strategic plans.
CUSTOMER SERVICE ASSOCIATE
JCPENNEY
Jacksonville
10.2005 - 02.2007
- Ensured positive customer experiences by effectively resolving complaints and fostering satisfaction.
- Responded to customer questions and concerns, escalating calls to ensure timely resolution.
- Consult with customer to evaluate need and determine best options.
- Educate customers on product and service offering.
- Expressed gratitude to customers, encouraging repeat visits to enhance customer loyalty.
- Assisted customers in finding out-of-stock items.
- Replenished merchandise shelves with items from the stockroom.
- Worked under strict deadlines and responded to service requests and callouts.
Education
HIGH SCHOOL DIPLOMA -
JEAN RIBAULT SR. HIGH SCHOOL
JACKSONVILLE, FL01-2002
Skills
- Customer relationship management
- Communication skills
- Conflict resolution
- Problem solving
- Organizational skills
- Attention to detail
- Multitasking ability
- Team collaboration
- Customer empathy
- Positive attitude
- Database management
Certification
- Notary Public
Timeline
CUSTOMER SERVICE REPRESENTATIVE
TSC ASSOCIATES LLC
07.2018 - Current
ASSISTANT STORE MANAGER
ROSES
11.2016 - 05.2018
CUSTOMER SERVICE ASSOCIATE
JCPENNEY
10.2005 - 02.2007
HIGH SCHOOL DIPLOMA -
JEAN RIBAULT SR. HIGH SCHOOL